We performed a comparison between BMC FootPrints Service Core and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"We can track issues easier and run reports on issues to see if there are patterns."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"Ability to auto-generate email messages, process email messages, and approvals."
"It is stable and its technical support is good and quick."
"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"The discovery feature is very flexible."
"The stability of JIRA Service Management is good."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The initial setup is straightforward."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"The most valuable features are the management tools."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"The pricing could be a little lower and the product should cover more iTel versions."
"The mobile version of this product does not support asset management."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"The initial setup is very complex."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"They need to work on the speed of Jira."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"I'd like to update the dashboard so that more features are available."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. BMC FootPrints Service Core is rated 8.2, while JIRA Service Management is rated 8.2. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". BMC FootPrints Service Core is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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